Re: You Been Secret Shopped!
Hi Whitney,
Thank you for this information! Looks like we have a lot of work to do in the new year. I will look at our schedule and let you know what works for us for training. As far as texting clients, we have not come up with a solution as to how to text with them.
Best,
Cori
> On Dec 20, 2019, at 11:07 AM, Medstar Media <support@medstarmedia.com> wrote:
>
>
> Hello Team,
> Our marketing group secret shopped your staff at Truth + Beauty using your website's online form.
> Below are the results of how your staff performed as well as some suggestions and adjustments we recommend you make. The Secret shop report has also been attached to this email in a Word document for your review and convenience.
>
> Truth & Beauty Spa - Secret Shopper Leads & Calls Report
>
> Secret Shopper Leads Test Report Summary
>
> Spa Response time: Phone call: Yes, 13 minutes later.
>
> Spa Response time: Text Message: No Text Messages placed to the lead.
>
> Spa Response time: Voicemail: No Voicemail left even though a call was placed to lead.
>
> Spa Response time: Email: - Yes, email sent to the lead 3 minutes later.
>
> Problems with form/button: NONE
>
> Follow up Phone call: No.
>
> Follow up Phone Email: No
>
> Follow up Phone Text: None!
>
> Staff’s Handling of Calls from Potential Leads Directly: Very good with some adjustments suggested.
>
> Summary: Overall very good response time. However, no text messages or voicemail left to lead. In addition, no follow up phone calls, text or emails.
>
> Details about lead:
>
> Truth & Beauty Spa Secret Shopper Leads Test - EMSCULPT
> Website - https://www.truthandbeautyspa.com/emsculpt-long-island/
> Confirm - https://www.truthandbeautyspa.com/c/emsculpt/
> Date: 11/04/19
> Time: 11:35 AM
>
> Name - Maria Barrett
> Email - babyxiog25@gmail.com
> Phone # - (201) 677-5371
> Message - My Husband and I are both interested in getting help with burning fat and building muscle. Thanks
>
> Areas that require attention and can be improved by the staff at Truth + Beauty Spa :
>
> · A welcoming or acknowledgment text message should be sent out to the potential lead. This works in several ways, not just letting the lead know that their request has been received. It also helps create a personal line of communication between the Spa and the potential client.
>
> · The agent who placed the call to the lead should have left a detailed voicemail to the lead letting them know what the call was about. Especially if agent can leave a voicemail mentioning or offering free consultations, promotions and discounts.
>
> · While an automatic email was sent to the lead within a few minutes of filling out the form online, there was never a follow up email sent to the lead.
>
> · No follow up text messages, emails or phone calls were ever sent to the potential lead again. We highly recommend that leads should be followed up on with a phone call and text message the next day or the following day. Then, an email, phone call and text again a few days or a week later.
>
> -----------------------------------------------------
> If you have any questions or concerns, please let us know.
> Thank you and happy holidays!
>
> <Truth & Beauty Spa - Secret Shopper Leads & Calls Report.docx>
Thank you for this information! Looks like we have a lot of work to do in the new year. I will look at our schedule and let you know what works for us for training. As far as texting clients, we have not come up with a solution as to how to text with them.
Best,
Cori
> On Dec 20, 2019, at 11:07 AM, Medstar Media <support@medstarmedia.com> wrote:
>
>
> Hello Team,
> Our marketing group secret shopped your staff at Truth + Beauty using your website's online form.
> Below are the results of how your staff performed as well as some suggestions and adjustments we recommend you make. The Secret shop report has also been attached to this email in a Word document for your review and convenience.
>
> Truth & Beauty Spa - Secret Shopper Leads & Calls Report
>
> Secret Shopper Leads Test Report Summary
>
> Spa Response time: Phone call: Yes, 13 minutes later.
>
> Spa Response time: Text Message: No Text Messages placed to the lead.
>
> Spa Response time: Voicemail: No Voicemail left even though a call was placed to lead.
>
> Spa Response time: Email: - Yes, email sent to the lead 3 minutes later.
>
> Problems with form/button: NONE
>
> Follow up Phone call: No.
>
> Follow up Phone Email: No
>
> Follow up Phone Text: None!
>
> Staff’s Handling of Calls from Potential Leads Directly: Very good with some adjustments suggested.
>
> Summary: Overall very good response time. However, no text messages or voicemail left to lead. In addition, no follow up phone calls, text or emails.
>
> Details about lead:
>
> Truth & Beauty Spa Secret Shopper Leads Test - EMSCULPT
> Website - https://www.truthandbeautyspa.com/emsculpt-long-island/
> Confirm - https://www.truthandbeautyspa.com/c/emsculpt/
> Date: 11/04/19
> Time: 11:35 AM
>
> Name - Maria Barrett
> Email - babyxiog25@gmail.com
> Phone # - (201) 677-5371
> Message - My Husband and I are both interested in getting help with burning fat and building muscle. Thanks
>
> Areas that require attention and can be improved by the staff at Truth + Beauty Spa :
>
> · A welcoming or acknowledgment text message should be sent out to the potential lead. This works in several ways, not just letting the lead know that their request has been received. It also helps create a personal line of communication between the Spa and the potential client.
>
> · The agent who placed the call to the lead should have left a detailed voicemail to the lead letting them know what the call was about. Especially if agent can leave a voicemail mentioning or offering free consultations, promotions and discounts.
>
> · While an automatic email was sent to the lead within a few minutes of filling out the form online, there was never a follow up email sent to the lead.
>
> · No follow up text messages, emails or phone calls were ever sent to the potential lead again. We highly recommend that leads should be followed up on with a phone call and text message the next day or the following day. Then, an email, phone call and text again a few days or a week later.
>
> -----------------------------------------------------
> If you have any questions or concerns, please let us know.
> Thank you and happy holidays!
>
> <Truth & Beauty Spa - Secret Shopper Leads & Calls Report.docx>